Customer Service Claims Specialist

Choice Home Warranty•Edison, NJ

1d•Onsite

About The Position

Choice Home Warranty is hiring a technically minded, customer-focused Authorization Technician for its Authorizations Team. The role uses hands-on technical experience and customer service skills to review warranty claims, communicate with service providers, explain coverage, and determine appropriate resolutions. It offers a transition from field work to a professional office environment, without travel, field service, or the physical demands of repair work. This is a 100% on-site position with a 40-hour work week, scheduled for four weekdays and one weekend day, from 11:30 AM to 8:00 PM. The posting states that there are no exceptions to scheduled hours, and there are no overnight shifts or on-call responsibilities. Choice Home Warranty helps homeowners protect their homes by connecting those experiencing covered failures with qualified service professionals. The Authorizations Team reviews service requests, applies warranty coverage, communicates with service providers, and helps ensure claims are handled accurately and efficiently.

Requirements

1–2 years of hands-on experience in HVAC, electrical, plumbing, appliance repair, automotive repair, or computer repair; relevant technical school graduates will also be considered.
High school diploma or GED.
Strong customer service and communication skills.
Ability to communicate professionally with technicians, vendors, and internal teams.
Strong problem-solving and decision-making skills.
Ability to read, understand, and apply warranty contract terms and guidelines.
Strong computer skills and typing ability.
Excellent attention to detail and organizational skills.
Ability to manage multiple claims and conversations in a fast-paced environment.
Ability to remain professional and solution-oriented when handling difficult or complex situations.
Strong written and verbal communication skills.

Responsibilities

Review customer warranty claims and service requests to determine coverage under service agreement terms and conditions.
Communicate with field technicians and service providers about reported system, appliance, and equipment failures.
Use technical knowledge to understand diagnoses, repair recommendations, and reported failures.
Explain warranty coverage, exclusions, and contract requirements clearly and professionally.
Make accurate authorization and coverage decisions based on company guidelines and warranty terms.
Resolve service-provider questions, concerns, and coverage issues professionally.
Review repair recommendations and costs for alignment with company pricing and authorization guidelines.
Negotiate appropriate repair costs with vendors while maintaining quality service.
Handle a high volume of claims while maintaining accuracy, productivity, and excellent customer service.
Document claim activity, decisions, and conversations accurately in company systems.
Identify recurring vendor, repair, or pricing concerns and communicate trends to appropriate internal teams.
Educate service providers on company procedures, service expectations, and authorization requirements.
Help ensure homeowners receive timely and appropriate resolutions to service requests.